“The Art of Listening” Daniel W Zenga Ed.D,LP

“Goal” Assist the Professional Standards volunteer to recognize and enhance effective communication skills In order to communicate effectively with someone it is important to understand that person’s cognitive organization (Rules/Convictions)

“What Are the Rules?” Convictions that a person develops to help organize experiences, to understand it, to predict it, and to control it.

“Rules/Convictions” Self Concept - Rules About Me Self Ideal Shoulds of the Individual Environmental Evaluation - Things that are not me Ethical Conviction - Conviction of Right/Wrong

“Influences” Heredity Family Atmosphere Family Values Guiding Lines Culture

“Common Pilot Characteristics” Physically and Mentally Healthy Self-Sufficient Concerned about Modifying Environment rather than Changing our own Behavior Prefer Short Range Goals- Immediate feedback Excitement Seekers (Skiados)

“Common Pilot Characteristics” Intelligent- Concrete, Practical, Linear Competitive Suspicious Long Memories for Perceived Injustices Analytical vs. Feeling Oriented (Skiados)

“Generation X” Less Respect for Authority Strong Desire for Rules to be Justified Expect Rules Should be Flexible and Negotiable Very High Expectations Intrinsic Sense of Entitlement (Wilson 2005)

“Generation X” Short Time Horizons Expectation of Rapid Advancement at Work Little Expectation at Current Job as a Life-long Career Likes the idea of “Job Hopping” Very Strong Willingness to Strike

“Conflict” Deny Rationalize Doesn’t See it Change the Experience Does Not Change the Rule

“Communication Tips” Observe Your Behavior Be Flexible Make an Effort to Understand Others Accept Change Don’t Take it Personally

“Effective Listening” Stop Talking Try to put yourself in the others place Take your cues for response or action from what the person is saying Don’t guess what the other person is going to say Avoid judging the person